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Change Management

Change Management. Goal – Primary Objective. To ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the adverse impact of any Change-related incidents upon service quality. Responsibilities.

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Change Management

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  1. Change Management

  2. Goal – Primary Objective • To ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the adverse impact of any Change-related incidents upon service quality

  3. Responsibilities • Raising and recording Changes • Assessing the impact, cost, benefit, resource requirements and risk of proposed Changes • Developing business justification and obtaining approval • Managing and coordinating Change implementations • Monitoring and reporting on the implementation • Reviewing and closing Requests for Change (RFC)

  4. Why Change Management • Ensure Standard methods used for all changes • Facilitate prompt handling of changes • Keep a balance between the need for change and the potential detrimental impact of change

  5. Types of Change • Basic Change - Priority: Based on Impact+Urgency  High, Medium, Low … (Urgent?) - Category: Based on business impact  Minor, Significant, Major • Urgent Change - A change that needs to be implemented more quickly • Standard Change - An accepted solution to an identifiable and relatively common set of requirements (e.g. set up of User profile, Password reset)

  6. Implement change using appropriate Standard Change model Change Manager Start Filters requests major significant minor Change Manager Approves / rejects and schedules Changes, reports action to CAB Change Manager Change Manager Change Manager Allocates initial priority Decide category and/or use of standard model Change Manager Circulates RFCs to CAB members Senior management / board level Senior management / board level Circulates RFCs to Board members Approve / reject Changes (Financial / Technical / Business) Approve / reject Changes (Financial / Technical / Business) Change Builder Independent tester Change Manager Builds Change, devises back-out & testing plans Tests Changes Co-ordinates Change implementation Change Manager Change review Closed Change Control Process – Basic (normal) Slide 6

  7. Change Manager Start Change Manager Filters requests Calls CAB or CAB / EC meeting Independent tester CAB or CAB / EC Quickly assesses impact resources and urgency Urgent testing Change Manager Allocates initial priority Change Builder Change Manager Builds Change, devises back-out & testing plans Co-ordinates Change implementation Change Manager Change Manager Ensures records are brought up to date Review Change Closed Change Control Process - Urgent Slide 7

  8. Change Process RFC Registration Acceptance Priority (Urgent?) Stage 1 Category Impact Assessment Authorisation & Schedule Stage 2 Build Test Stage 3 Implement OK - Y/N? Backout Stage 4 Review Close RFC Stage 5

  9. Considerations • Change Advisory Board (CAB) - RFC are circulated to selected members depending on Change Category (Minor, Major, Significant) - Mandatory assessment of RFC - Optional attendance of CAB meeting - Meetings held on a regular basis • CAB / Emergency Committee (CAB/EC) - Responsibility for impact assessment of urgent changes • Forward Schedule of Changes (FSC) • Projected Service Availability (PSA) based on FSC

  10. Benefits • Increased visibility and communication of changes to both business and service support staff • Reduced adverse impact of change from improved business, technical impact and risk assessment • Improved productivity of Users through less disruption and higher quality of service • Better assessment of the cost of proposed changes • Greater ability to absorb a large volume of change

  11. CH Exam Tips • Basic and Urgent Change Control Process • Change is associated with RISK • CAB Members • Problem Manager • Change Manager • Customer Representatives

  12. Exam Question • When can the building, testing and implementation of a change begin? A If it is urgent, as soon as the Request for Change has been classified B As soon as there is a back-out plan for the change C As soon as the impact analysis has been discussed by the members of the Change Advisory Board D As soon as the Request for Change has been formally authorised

  13. Exam Question • How frequently should CAB/EC meeting be held? A Daily B Monthly C Weekly D As required

  14. Exam Question Consider the following statements: 1 Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes 2 Change Management controls all aspects of the change process • Which of these statements is true? A 1 B Neither of them C 2 D Both of them

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